Helpdesk Technician - American Technology Consulting

General DescriptionWe are looking for a system analyst with 5 years experience or more insupporting users with IT related needs and issues.Provide technical assistance to computer users. Answer questions and resolvecomputer problems for users in person, via telephone and electronically. Provideassistance concerning the use of computer hardware and software, includingprinting, installation, word processing, electronic mail, and operating systems.Coordinate and work with third party support vendors in providing assistance tocomputer users for a variety of technical issues including networking, end usercomputer hardware, communications and applications. Create incident tickets andchange request tickets within a ticket management tool, monitor ticket queuesand escalation of tickets beyond SLA’s.Job Responsibilities• Oversee the daily performance of computer systems and applications.• Answer user inquiries regarding computer software or hardware operation toresolve problems.• Monitor ticket queues, assign tickets to appropriate internal and externalsupport staff, escalate ticketsoutside of SLA’s until resolved.• Set up equipment for employee use, performing or ensuring proper installationof cables, operating systems,or appropriate software.• Install and perform minor repairs to hardware, software, or peripheralequipment, following design orinstallation specifications.• Maintain records of daily data communication transactions, problems andremedial actions taken, orinstallation activities.• Read technical manuals, confer with users, or conduct computer diagnostics toinvestigate and resolveproblems or to provide technical assistance and support.• Refer major hardware or software problems or defective products to third partysupport vendors for service.• Develop training materials and procedures, or train users in the proper use ofhardware or software.• Confer with staff, users, and management to establish requirements for newsystems or modifications.Preferred Qualifications• 5+ years experience performing as Helpdesk Technician with hands on knowledgein resolving issues withOutlook, MS Office, Win 10, Active Directory, COTS applications.Work Schedule: The candidate must be local to Atlanta and be able to come to theoffice every day to work.